REFUNDS AND RETURNS

In the unlikely event that an issue arises, we aim to resolve them as quickly and effectively as possible; our customers are hugely important to us.

UK DELIVERIES / ORDER FULILMENT

All our products are handmade and poured in-house, therefore we require a period of 3-5 working days after an order is placed for your order to be shipped, if possible, we always aim to dispatch sooner than this period.

All standard deliveries will be sent Royal Mail 2^nd Class and can usually be expected within 2-4 business days from dispatch.

You will receive a dispatch confirmation email once your order is dispatched. If you need your candles urgently, please get in touch prior to ordering and we'll do our best to accommodate.

If at any point your package is lost in transit or your order is returned to us due to incorrect address input, It is your responsibility to report all lost or undelivered boxes via email customercare@candleandmatch.com within 7 working days of the expected day of delivery. The customer will be responsible for paying the cost for us to re-ship it to you. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

PROMOTIONAL CODES

Promotional codes may be issued from time to time. They can be applied to all private orders, regardless of value.

Only one discount code per order. Discount codes cannot be applied to subscription boxes.

INTERNATIONAL DELIVERIES

International orders will be dispatched within 3-5 working days and sent with either Royal Mail, FedEx, UPS or DPD on a fully Tracked and Signed for service. Delivery times will vary depending on your location and the time of year. We would normally expect orders to Europe to arrive within 5 - 10 working days from dispatch and the rest of the world within 10 - 20 working days from dispatch.

Please note that international packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. Candle & Match Ltd. has no control over these charges.

LOST SHIPMENTS
If at any point your package is lost in transit or your order is returned to us due to incorrect address input, it is your responsibility to report all lost or undelivered boxes via email customercare@candleandmatch.com within 7 days of the expected day of delivery and a member of our team will begin an investigation into its whereabouts. The customer will be responsible for paying the cost for us to re-ship any products. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

CANCELLATION OF ORDER

We are unfortunately unable to cancel your order once it has been dispatched, however our standard refund and returns policy still applies.

REFUNDS & RETURNS (Excluding wax melts)

In the unlikely event that you are unhappy with a product you've received, we will be happy to refund the cost of that item, so long as the below measures are followed:

The item/s you wish to return must be:

- Received within the last 28 days

- Unopened and unused

- Remain in their original packaging and in perfect condition

- Arrive safely back to us, without damage

If one or more of the above criteria is not met, we will be unable to process a refund.

Please note, we do not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund.

YOUR REFUND:

The total value of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.

Broken Item/s

Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel. If your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item within 48 hours of delivery sent to customercare@candleandmatch.com as soon as it is discovered If any item is out of stock, a full refund to the value of the broken item will be provided.

Damaged or Defective Item/s

All our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused since safely arriving to you, we reserve the right not to process a refund.

In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence within 48 hours of delivery and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement.

Non-refundable and Perishable Item/s

All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in Soy wax). None of the aforementioned surface imperfections will negatively effect the performance of the product and therefore are not criteria fitting of damage or faults.

Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.

We cannot accept exchanges, returns or refunds on sale items, gift cards, limited edition items, or any items that are older than 30 days since date of purchase. Purchased from a retailer? We unfortunately cannot accept returns, exchanges, or refunds that are not purchased from www.candleandmatch.com at this time.

To get in touch and to ask any questions, please see our contact us page.